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Miami, Florida - USD Full Time Posted: Friday, 15 March 2019
Role Summary The Remote Support Center Level 1 Engineer (L1) position is an entry-level technical position into All Covered and our Remote Support Center (RSC). The RSC is a group focused on resolving issues remotely for our nationwide client base. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal. Duties and Essential Role Functions Provide expert remote desktop support and basic server administration with a focus on o Client satisfaction o Service delivery quality o Technical excellence Drive to meet and exceed organizational goals for o Cost per Contact o Utilization o Customer Satisfaction o First Contact Resolution Rate o Employee Satisfaction o Average Speed to Answer Demonstrate strong customer service skills to provide phone support including o Listening to the customer to gain an accurate understanding of the situation o Being empathetic to the customer's situation and having a sense of urgency to resolve the issue o Producing accurate and detailed documentation at the client and incident level o Resolving conflict Provide expert remote support for desktops, printers, mobile devices, and basic server administration. Follow task creation, work, closure, and escalation procedures Support team members with resolving client issues Meet or exceed position Key Performance Indicators (KPIs) Excel in the areas of o Remote troubleshooting skills o Client service skills o Professionalism o Punctuality o Technical competencies defined for the position? Call Center experience preferred High School Diploma or equivalent 1 to 2 years of experience with troubleshooting and providing remote support BA, BS or similar degree in ComputersElectronics or relevant experience At least one of the following industry certifications is required o Microsoft Technology Associate (MTA) o CompTIA A+ o MCTS Windows 7 or 1 Core MCSA Windows 8 Exam 1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems 1+ years of experience with basic administration of the following o The most current versions of the Windows Server family operating system o The most current versions of Microsoft Active Directory o The most current versions of Microsoft Exchange Server Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus Working knowledge of mobile devices, laptops and desktops Working knowledge of common desktop applications including the most current version of Microsoft Office Working knowledge of current tape and common business-class online backup solutions Working knowledge of clientserver printing Strong interpersonal and oral communication skills, attention to details Adept at reading, writing, and interpreting technical documentation and procedure manuals Ability to present ideas and solutions in user-friendly language Highly self-motivated and directed Proven analytical and problem-solving abilities Strong customer service orientation Experience working in a team-oriented, collaborative environment Ability to type between 30 to 45 words per minute

Miami, Florida, United States of America
Robert Half Technology
Robert Half Technology
3/15/2019 1:17:57 AM

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